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Review of the Platform, Morgtages:

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Avoid

Feels like a bank before the internet was invented. When it comes to digitisation or automation there isn’t any. You can only contact them via the phone for most things, after waiting a good few hours or days (the voice message saying they’re experiencing extremely high call volumes and so wait times are longer than usual has been in place for at least 2 years, so I’m inclined to think it’s just the norm now). Recently you can contact them via email (download a long form to fill out, and then email it back) but only for a very small selection of basic changes that anywhere else you’d be able to do online in seconds. When you do manage to speak to them about any changes it’s painful. It feels like multiple departments and processes that barely communicate with each other and each take days to get their part of the process complete. When they set up our new mortgage it was a fairly standard timeline as new customers, but everything since has been horrendous. Our remortgage process when we moved house was abysmal and took them months. Hours on the phone chasing made little difference and it wasn’t until we raised a formal complaint did they start being helpful. Letters they send can arrive weeks after the date they are printed suggesting they just sit waiting to be posted. Even now when we’ve moved to a new lender, the refund of our final direct debit is going to take 4 weeks because instead of being able to send it straight back they need to process it (which took 22 days), print a cheque out, and post it to our bank, who then need to clear it. If the rate is good and you just need a mortgage that you won’t ever change or move then ok, but I’d say avoid, as any good rate or deal isn’t worth the stress that will occur when you need them to do anything. Thankfully our fixed rate period has ended and we’ve escaped to a new lender Reviewed on: 28th September 2023

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